FAQ

• Do I need to order the Starter Kit separately or is it included when the pendant is ordered?

  Please make sure that you order both the Starter Kit and the Pendant. The starter kit is not part of the pendant order. Once you have taken the fingerprints, send the finished silicone prints back to us. We will check that they meet our standards. Once we've approved your prints, we'll send you a confirmation email and start the design process.

• How old does a child need to be for the fingerprint impression?

  Our recommendation is that children are at least 2 years old for fingerprint enrolment. Our aim is for the fingerprints to be well defined and of good quality. If the prints aren't quite ready, we may recommend waiting a little longer.

• Can I modify an online piece?

  Of course! Just email us at info@omoi-jewelry.com as soon as possible, and we’ll do our best to accommodate any changes before production starts.

• Can I get something engraved on my piece?

  Definitely! Let us know what you’d like engraved, and we’ll add it to your design. Just be aware that there is an extra cost for this service.

• Does my piece come in any packaging?

  For sure! Your piece will arrive in our specially designed boxes, with eco-friendly wrapping. We use sustainable packaging because we care about our planet.

• How long does it take to receive my piece?

  Our bespoke fingerprinted pendants are lovingly handcrafted in our Berlin studio and usually dispatched within 6-8 weeks once your fingerprint impression has been approved. If you need it sooner, just let us know and we'll do our best to accommodate you!

• How long does delivery take?

  German orders typically arrive within 3-5 business days via DHL. International delivery times vary depending on customs and local postal services. You’ll receive a tracking number for all orders.

• Do you ship internationally?

  Yes, we ship internationally and love seeing our pieces around the world! Please take a look at our taxes & duties policy here.

• Who pays for taxes on international orders?

  For orders outside the EU, the recipient is responsible for any local taxes or import duties. Please check with your local customs office for more details.

• Can I return my items?

  Returns and exchanges are possible for unworn items in their original condition and packaging. Custom-made, fingerprinted pendants or engraved pieces can’t be returned. Please follow our return process and reach out to us at info@omoi-jewelry.com for assistance.

• How long does it take to process a return or exchange?

  Exchanges are processed right away if the item is in stock. Refunds can take up to 14 working days, but we strive to complete them faster.

• What should I do if I received a damaged piece?

  If you think your item is damaged, please email us at info@omoi-jewelry.com with your order number and photos, and we’ll help you right away.